Retail Service Specialist

Business Unit
Branch Operations

Exemption Status
Non-Exempt

Management Level
Individual Contributor

Compensation Grade
ACE 06

Incentive Plan
Branch Service

Incentive Target


Job Summary
This position is the primary provider of Member Services within a Branch. Service members' needs by providing DMV and Notary services. Supports the Branch at reception with member check in and distribution of maps and tour books. Additional duties include supporting other branch functions in travel including hotel and car reservations as well as domestic hotel packages. Position is responsible for servicing the needs of the member, maintaining service quality levels and adding value through MRM to cross sell and offer other services. Required to maintain high levels of accuracy and achieve individual cross sell goals as assigned. This role may also include select administrative functions for the branch.

Job Duties

• Provide DMV registration services to members. Maintain current knowledge of DMV regulations. Complete all transactions according to DMV and Club policy and procedures.
• Support the Branch at reception with member check in and provide maps, tour books and other travel related materials. Identify cross-sell opportunities based on members’ product needs and service. Enhance member relationship by diversifying use of products and services, including automotive, financial products and travel resale materials. Provide leads to insurance, life, travel and other departments as appropriate. Meet cross sell goals.
• Notary Public – Process Notary transactions for members according to National Notary Association and Club procedures. Maintain knowledge and Notary commission.
• Prepare TripTiks, IDPs, process passport photos and routings for members.
• Book car, hotel and domestic hotel packages. Sell Mexico insurance.
• Perform administrative functions for the branch, including but not limited to: Balance cash drawers, post ledgers, assist in resolving overages/shortages, file receipts, submit documents when necessary, make deposits, retain documents for auditing in the manner required, and process FIRM.
• Process payments for memberships/insurance policies and offer automatic renewal. Offer and process changes to membership files and upgrade basic memberships to memberships with higher value (AAA+ or RV or Premier etc.) as appropriate. Handle ERS complaints, provide tip packs, and balance / reconcile cash drawers.
• Support corporate initiatives to improve membership retention such as collecting valid email addresses, acknowledging first year members and supporting AAA Auto Pay and Identity Theft Monitoring.
• Processes Travel, Automotive and Cashiering transactions efficiently and quickly.
• Must accurately and independently perform a variety of DMV functions. Requires advanced knowledge of DMV regulations as well as club member relations policy to independently resolve complex issues. Since some DMV activities cannot be performed at the Branch and need to be referred directly to the DMV, incumbents must recognize the difference between issues that may be solved at employee’s level, and those which require direct DMV or management attention.
• Must accurately identify if proper documentation is provided by member to ensure that all policies and procedures are followed for proper notarization.
• Decisions are generally limited to how to best service the member. The position analyzes member requests and determines the best service recommendations/actions.

Qualifications

• High School GED Required
• 1-3 years Customer service Preferred
• Requires moderate knowledge of Auto Club products and services in the following areas: travel counseling, publications, maps, and routing.
• Advanced knowledge of and training in DMV rules, regulations and procedures preferred.
• Moderate skill required in the operation of additional Branch equipment such as the key cutter machine and passport equipment.
• General typing, Windows, Microsoft Office, Outlook and Internet/Intranet access skills required.
• General knowledge of Club systems required.
• Notary Public - National Notary Association within 1 Year Required

Scope

• Work is closely managed and reviewed for accuracy and adequacy. Follows specific, outlined, and detailed directions.
• Provides resolution to problems that are readily identifiable with limited scope and are resolved in accordance with standard practices, procedures, applications or routines. Problem/Task resolution timeframe: The majority of tasks typically take one to two days to resolve.
• Under immediate supervision, performs assigned tasks only as instructed, subject to regular check of performance.
• Individual Contributor
• Failure to accomplish results can normally be overcome without significant effect on the organization.
• Contacts are primarily with direct supervisor and others in group or department to give and receive information.

The starting pay range for this position is:

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

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Remarkable benefits:
•    Health coverage for medical, dental, vision
•    401(K) saving plan with company match AND Pension
•    Tuition assistance
•    PTO for community volunteer programs
•    Wellness program
•    Employee discounts

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).